Why are we changing things?

We have listened to patient feedback and recognise that accessing appointments can be a difficult and frustrating process for you. With the ever-growing demand within the NHS, we are continuously looking at ways we can improve the booking process and increase capacity. To achieve this, and ensure patients are receiving the best possible care, we have opted to use the Rapid Health triage tool which will allow us to maximise availability, and ensure patients are seeing the right clinician in the appropriate time frame.

What is Rapid Health?

Rapid health is an AI driven triage tool approved by the NHS. It allows the patient to either make an administrative request, book an appointment, or receive self-help information.

When you click on the Rapid Health button it will offer the following options:

• Medical Request
• Admin Request
• Self-help information

Clicking on the Medical Request button will take you to a detailed questionnaire to complete. This is then triaged, following which a suitable appointment will be offered.

How do I book an Appointment?

Book an appointment by clicking the link to Rapid Health on our Website.

Once the system is live, this will take you to the Rapid Health questionnaire.

What if I do not have access to the internet?

We understand however, that not everyone can manage to do this online. If this is the case, please come in to the surgery and one of our team will take you through the questionnaire and submit it on your behalf. You will then be offered an appointment in exactly the same way as anyone filling it out online. If you are a housebound patient don’t worry, you will be able to telephone the surgery and one of the reception team will assist you to complete your questionnaire over the telephone.

Please be aware if you choose the option for a receptionist to fill the template in for you some of the questions can be sensitive and we don’t have the facility to always offer a private space to complete this.

Why do I need to complete an online questionnaire?

All patients will be asked to answer questions using the online form or via the Reception Team when booking their appointment. Your answers help the system find the right appointment for you. This also means the clinician will have the relevant information prior to your appointment, enabling them to have more time to provide quality care to you.

What do I need to do before the start day of 28^th July 2025?

Every patient needs to provide an email address to the surgery so that you can book an appointment using the Rapid Health appointment system.  Every patient has been sent a text asking for a current email.  If you haven’t already done this, please give your email address to a member of the reception team so your details can be updated.

Your email address will be stored confidentially on your medical record.

When can I use Rapid Health?

The Rapid Health system will be available from 8am to 6.30pm each working day (Monday to Friday except on bank holidays) Please be aware if your health issue is an urgent one you will ideally need to submit the consultation before 11.00 am to ensure we can see you on the day if needed.

What type of appointments can I book using the Rapid Health System?

• GP
• Physiotherapist

How are other types of appointments booked?

We will not be using the Rapid Health System for the following appointments which can still be booked by contacting Reception.

• Practice Nurse appointments (cervical screening, vaccinations, wound checks, ECG’s and injections)
• Annual reviews with a Clinical Pharmacist or Nurse or HCA (e.g. Diabetes, Hypertension, Respiratory, Cardiac)
• Medication reviews with a Clinical Pharmacist
• Blood Tests
• Post-natal appointments and 6-week baby checks
• NHS Health Checks
• Home visits
• Extended access appointments offered at our HUB surgeries

What do I do if I want to see a specific GP or Clinician?

When booking an appointment, the GPs and Clinicians with available appointments will be shown and you can then choose from them.

Why have I been offered an appointment with this Clinician?

Patients will be offered an appointment with the most appropriate clinician for the problem described.  This may include being signposted to another service such as a Physiotherapist.

How can I pre-book an appointment?

All our appointments both on the day and days ahead will be available on the system. After completing the Rapid Health questions an appointment will be offered within an appropriate time frame.

I was not offered an appointment, what do I do? 

Once you have completed our triage questionnaire, we will offer an appointment in the most appropriate time frame. If you have not received an appointment, it means that your request has been passed to the Doctor to review. A staff member will be in contact within 48 hours.

My problem is personal, and I only want to tell a GP?

In order for the system to direct you to the correct clinician in the correct time frame you do need to give certain information on the form. This is saved directly on to your medical record but goes no further. If you need help navigating the questionnaire or our website, you can speak confidentially to one of our Care Navigators at the surgery who can assist you. Our reception team follow a strict code of confidentiality just like the rest of our staff.

Who will book follow up appointments?

The clinician you see will book a follow up appointment if this is indicated.

How do I book an appointment for a child under 16?

You will fill in the Rapid Health Questionnaire which will triaged upon receipt by our Duty GP who will then contact you on the day.

I require an interpreter/assistance for my appointment.

If you know you need an interpreter, please call the surgery when you have booked your appointment to arrange this.

How does the Admin Request option work?

Through the Admin Request button, you can request sick notes, doctors’ letters, and other administrative requests.  If you are requesting the GP to complete Non NHS letters or forms, there will be a deposit of £30 and this must be paid before your letter/form is completed.  You will be advised of the full cost/balance of your letter/form by reception.

Can I still order my repeat prescription in the old way?

Yes, please continue to use the NHS app, your pharmacy or via the postbox.  Please don’t order repeat prescriptions through RapidHealth.  

Will I still be able to use the NHS app?

You will still be able to use the NHS app to access medical records, test results and prescriptions but you will not be able to use it to book appointments.

What if I have more questions?

Please contact us by phone or email if you have more questions that are not answered here. This system is new to us as well, but we will do our best to answer your queries and to make the new system work for everyone

You can watch a short video about Rapid Health here https://vimeo.com/948772217/f3e9d87d1b